--- title: "User Persona Management" canonical: "https://help.callroute.com/space/CKB/719224882/User%20Persona%20Management" format: markdown --- **Table of Contents** > Macro (toc) Microsoft Teams uses user policies to control what features and controls are available to users when they login to the Teams client. These are assigned to a user traditionally using the Teams Admin Center. Depending on the user’s type, department, country or other metric, their policy assignments may be different to others. This adds additional management overhead for IT admins. ## Introducing User Persona Management in Callroute Callroute has the ability to synchronize Teams configuration policies from your Teams tenant. You can then create user personas or configuration sets that contain a set of Teams policies that you can assign to users via Callroute. ![image](media://b353d147-c34e-47c9-9d4d-38bd93503565) **Why use Callroute User Personas?** Using Callroute User Personas, you can now create customised policy sets containing all user assignable Teams policies to match each of your user personas within your organisation. Once created you can then apply them to your Teams users using Callroute in a single click. Callroute supports both voice and non-voice enabled users for persona assignment, so you can take advantage of this feature for all your Teams users. ## Default Persona Out of the box, Callroute has a default persona created. This is intentionally uneditable. The default persona contains the minimum policy set to activate users for Callroute voice enabled services in Teams. When activating users or assigning numbers to users in Callroute, this is the default persona applied unless the user selects a custom one. ![image](media://2f3253c8-dcde-4965-8767-9b2124973381) ## Synchronizing Policies Before you can configure your own user personas, you’ll first need to synchronize your Teams policies to Callroute. You can do this in **User Personas > Sync Policies** ![image](media://59bfe9e2-82f1-4298-8e22-dd67f324e16d) The sync process should take between 1 and 5 minutes to complete depending on how many policies you have created in Teams. > ℹ️ The synchronisation is not automatic. If you create additional Teams policies in the future, you will need to manually synchronise these to Callroute. ### Supported Policies We now support the synchronization of all Microsoft Teams Policies which are grouped by category. ### Creating Custom User Persona To create a user persona click **Create User Persona** in the User Persona tab under the Teams service in Callroute. A modal will pop up ![image](media://311d5076-e15e-49a9-9a18-05e30bdeea94) Give your persona a name that describes the type of users or department the persona is being created for. Using the drop down select fields, select the Teams policies that you want to include in the persona If Auto Provisioning (AP) is enabled, you can configure phone number actions for the Persona. Depending on the selected action, the Persona can: • Leave existing phone numbers unchanged • Assign a phone number from a configured range • Replace an existing phone number • Remove an existing phone number Where a phone number assignment or replacement action is selected, choose the number range(s) and tags to select the next available number from. ![image](media://ddd74649-2b47-49ba-b426-16e252eed45b) When finished, press **Create**. Your custom persona will be listed in the user persona section. ![image](media://997cae46-78f1-4f7d-8336-2e541b969492) ### Understanding Phone Number Selection Where you have selected a phone number range and tag to select a free number from, Callroute will pick the next free number found in the number range that matches the filtered criteria. If the selected range becomes fully assigned, the user persona will be applied to the user minus the number. The admin will need to select a number during the user activation process. > ℹ️ Admins are able to override the selected number at the point of user activation if the user or service requires a specific number to be allocated. #### Selecting More Than One Range You are able to select more than one range to pick an unassigned number from. This is useful if you do not want the process to stop should a range become 100% allocated. In the case where you select multiple ranges, the first range will be utilised until numbers are depleted. Once that range is fully assigned, the system will select a number from the second range and so on. > ℹ️ There is no logic for the system to alternate or intelligently select numbers from a specific range for a specific user when multiple ranges are selected. If this is required, it is recommended to create individual user personas that target specific ranges. #### Selecting More Than One Number Tag You can select more than one number tag to filter the assignable number pool to select from. Where more than one tag is used, the numbers matching the first tag assigned are consumed first before overflowing to the second tag and so on. > ⚠️ Important > ⚠️ > ⚠️ Phone number assignment, replacement and removal actions are only available when using Auto Provisioning (AP). > ⚠️ > ⚠️ For customers not using Auto Provisioning, Personas only manage Microsoft Teams policy assignments. Existing phone numbers will not be automatically assigned, replaced or removed when a Persona is applied. ### Phone Number Actions (Auto Provisioning Only) When Auto Provisioning (AP) is enabled, Personas can be configured to perform phone number actions. Available actions include: • Leave existing phone numbers unchanged • Assign a phone number from a configured range • Replace an existing phone number • Remove an existing phone number These actions are only evaluated during Auto Provisioning synchronisation. When a Persona is manually assigned, these actions are not executed, although Callroute may suggest a suitable phone number based on the Persona configuration. Phone Number Action Behaviour Existing Number: No Persona Action: Assign Result: A number is assigned from the configured range Existing Number: Yes Persona Action: Leave Unchanged Result: Existing number is retained Existing Number: Yes Persona Action: Replace Result: Existing number is replaced using the configured number selection rules Existing Number: Yes Persona Action: Remove Result: Existing number is removed ## Assigning User Personas from the Teams Service User Personas are specific to Microsoft Teams users. You cannot assign personas to SIP trunks, Webex Calling or SP Phone users. Go to **Teams Service >** **User Configure** and click the **cog wheel** next to the user you wish to activate ![image](media://b765870d-b935-43ca-887d-aa91ec4af5c9) Click **Activate** Then choose the user persona to apply ![image](media://0c1c45b9-f65d-4da8-9879-85a859b36c1d) > ℹ️ The default profile will be pre-selected if the user does not already have a profile assigned. Once you have selected the persona to assign, if it has a number range configured, the next free number in that range will be selected. ![image](media://3d635d7a-4c75-4737-b806-9b7bc7f66854) Don’t forget to click the **Assign Matching Inbound Number** if you want the number to be the user’s inbound DDI. > ℹ️ If you want to assign a different number, you can use the number range and Outbound CLI drop down to override the pre-selection. Once happy, press **Save** Once applied, you will notice the persona that has been assigned to the user appear under their name ![image](media://f9e609f4-603d-444a-83fd-c013a67236d6) You can validate the changes by looking at the user policy assignment in Teams Admin Center. ## Assigning User Personas from Number Ranges You can also activate and assign a user and persona directly from **Number Ranges**. This is recommended if you want to assign a specific phone number to a user. First, click on **Numbers** and then **View** the range you want to select. Alternatively, search for the number you want to assign to the Teams user. From the number assignment, select **Microsoft Teams** then find the user and select the persona to apply. ![image](media://08eb25ea-a042-4328-88be-d9199efa8097) Once selected, press **Assign**. ## Changing a User’s Persona If you wish to change a user’s persona you can do this by editing the user in Teams Service User Configure. Click the **Cog Wheel** against the user and select the new persona to be applied and press **Save**. ![image](media://11140878-14d7-46bb-9042-303e4881ff60) > ℹ️ By default, changing a user's Persona only updates the Teams policies assigned to that user. > ℹ️ > ℹ️ Where Auto Provisioning (AP) is enabled and the Persona contains a phone number action, the user's phone number may be assigned, replaced or removed during Auto Provisioning synchronisation depending on the Persona configuration. ## Deactivating A User Deactivating a user only removes the phone number assigned to the user. It does not return the Teams policies assigned as part of the persona. They will continue to be affected by the assigned teams policies. If you want to unassign their Teams policies, we recommend creating a Global user persona setting all policies to Global and assigning this persona to the user. ## Updating a User Persona Over time you may wish to update personas and select different policies or number ranges. You can do this from the **User Persona** tab by clicking on the cog wheel of the persona you wish to update. Once changed you can make a decision on how those changes are managed. ![image](media://611bedaf-b3fb-459c-ab57-2140a778c212) ### Save As New Save As New as the name suggests saves a new copy of this persona to your persona list. It will not affect the old persona or the users assigned it. This is useful if you want to keep a version history to allow rollback to a previous version should the new persona cause problems. > ℹ️ We recommend renaming the persona name to include the version name e.g. “marketing department version 1.2” so that you understand which persona is more recent. ### Save & Update > ⚠️ This is a potentially large impacting task that will affect multiple users. Be sure that your changes are correct before selecting this action. Save and update saves the changes to the current persona and then applies those changes to all users assigned this persona in Callroute. For customers not using Auto Provisioning, existing phone numbers are not modified when a Persona is updated. Where Auto Provisioning (AP) is enabled, phone number actions configured within the Persona will be evaluated during the next Auto Provisioning synchronisation. Existing phone numbers may therefore be retained, assigned, replaced or removed depending on the Persona configuration. Where affected users do not have a phone number, they may be assigned a phone number from this Persona if a phone number assignment action has been configured. ### Deleting a Persona with Users assigned You can delete personas you no longer use by going to the **User Persona **tab and clicking the trash icon against the persona you wish to delete. > ⚠️ Please make sure you have read the information below to understand how deletion of a Persona may affect your users. If you delete a persona that is currently assigned to users, on deletion of the persona, **ALL** users assigned this persona will be reverted to the **DEFAULT** user persona. This means that any Teams policies assigned by the persona will be reverted back to Teams Global Policies and this may not be desirable in some cases. > ℹ️ Users **WILL NOT** be deactivated. If they have a phone number, the phone number **WILL NOT** be removed and they will still be able to make and receive calls. We recommend that when deleting a persona, you first migrate all users assigned to another persona before deleting. #### Migrating Users To A New Persona Before Deletion If you do not want the affected users to return to the default persona on deletion of your custom persona, you can migrate users to a different persona. To do this, find the old persona you wish to migrate users from in the **user personas** tab and press the trash icon ![image](media://6ee9ceb2-7002-4be9-a56d-021f2dd5c07a) Then, type in the word **DELETE** and then choose the persona you wish to migrate the users to and press **Confirm** ![image](media://9cbff3c2-af72-41d9-ba76-631b6d916c44) Once confirmed, users will be migrated to the new persona and the old one deleted. ## Limitations Please take a moment to understand the known limitations of this feature. - Callroute will not automatically create user personas based on a user’s current Teams policy assignments in Teams. - Changes made in the Teams Admin Center or PowerShell directly to a user will not automatically update the Persona assigned within Callroute. For example, if an admin assigns Teams policies individually to a user in Teams Admin Center that collectively match a Callroute User Persona, Callroute will not automatically associate that user with the matching Persona. - If a user's Teams policy configuration no longer matches their assigned Persona, Callroute will display a Persona Mismatch warning. Administrators can review the differences and choose to reapply the Persona if required. - Callroute will not automatically reapply a Persona when a mismatch is detected. Changes made outside of Callroute will remain in place until an administrator chooses to reapply the Persona. - Phone number assignment, replacement and removal actions require Auto Provisioning (AP) and are not evaluated when Personas are manually assigned. When manually assigning a Persona, Callroute may suggest a suitable phone number based on the Persona configuration. However, no automatic phone number assignment, replacement or removal actions are performed. ## Commands Run **Applies to **[callroute] [orto] To support the assignment of Teams policies to users using Callroute personas, the following commands are run so synchronize policies: Get-CsApplicationAccessPolicy Get-CsBatchPolicyAssignmentOperation Get-CsGroupPolicyAssignment Get-CsOnlineAudioConferencingRoutingPolicy Get-CsOnlineDialinConferencingPolicy Get-CsOnlineDialOutPolicy Get-CsOnlineVoiceRoutingPolicy Get-CsPolicyPackage Get-CsTeamsAudioConferencingPolicy Get-CsTeamsCallParkPolicy Get-CsTeamsCortanaPolicy Get-CsTeamsEducationAssignmentsAppPolicy Get-CsTeamsEmergencyCallRoutingPolicy Get-CsTeamsEnhancedEncryptionPolicy Get-CsTeamsFilesPolicy Get-CsTeamsIPPhonePolicy Get-CsTeamsMediaLoggingPolicy Get-CsTeamsMeetingBroadcastPolicy Get-CsTeamsMobilityPolicy Get-CsTeamsNetworkRoamingPolicy Get-CsTeamsNotificationAndFeedsPolicy Get-CsTeamsRoomVideoTeleConferencingPolicy Get-CsTeamsShiftsAppPolicy Get-CsTeamsSurvivableBranchAppliancePolicy Get-CsTeamsTargetingPolicy Get-CsTeamsUpgradePolicy Get-CsTeamsVdiPolicy Get-CsTeamsVideoInteropServicePolicy Get-CsTeamsWorkLoadPolicy Get-CsUserPolicyAssignment Get-CsUserPolicyPackage Get-CsUserPolicyPackageRecommendation Get-CsExternalAccessPolicy Get-CsOnlineVoicemailPolicy Get-CsTeamsAppPermissionPolicy Get-CsTeamsAppSetupPolicy Get-CsTeamsCallHoldPolicy Get-CsTeamsCallingPolicy Get-CsTeamsChannelsPolicy Get-CsTeamsComplianceRecordingPolicy Get-CsTeamsEmergencyCallingPolicy Get-CsTeamsEventsPolicy Get-CsTeamsFeedbackPolicy Get-CsTeamsMeetingBrandingPolicy Get-CsTeamsMeetingPolicy Get-CsTeamsMeetingTemplatePermissionPolicy Get-CsTeamsMessagingPolicy Get-CsTeamsSharedCallingRoutingPolicy Get-CsTeamsShiftsPolicy Get-CsTeamsTemplatePermissionPolicy Get-CsTeamsUpdateManagementPolicy Get-CsTeamsVirtualAppointmentsPolicy Get-CsTeamsVoiceApplicationsPolicy The information returned from these policies are: - `displayName` - friendly name of the policy - `Identity` - GUID of the policy In addition to these policies, Callroute also synchronizes: - Get-CsTenantDialPlan - retrieve the dial plans name and id as configured in your tenant - Get-CsPhoneNumberAssignment - retrieve number range information for all your numbers - Microsoft - number, area, city, pstnprovidername - Operator Connect - number, area, city, pstnprovidername - Direct Routing - number - Get-CsOnlineLisLocation - retrieve the address name and location ID of your emergency calling locations ### Assignment of Policies **Applies to **[callroute] [orto] The following commands are run when assigning a user persona containing Teams policies: > ℹ️ Commands are only executed if the assigned persona contains a policy setting from the respective Teams policy the grant command relates to Grant-CsApplicationAccessPolicy Grant-CsDialoutPolicy Grant-CsGroupPolicyPackageAssignment Grant-CsOnlineAudioConferencingRoutingPolicy Grant-CsOnlineVoicemailPolicy Grant-CsOnlineVoiceRoutingPolicy Grant-CsTeamsAudioConferencingPolicy Grant-CsTeamsCallHoldPolicy Grant-CsTeamsCallParkPolicy Grant-CsTeamsChannelsPolicy Grant-CsTeamsComplianceRecordingPolicy Grant-CsTeamsCortanaPolicy Grant-CsTeamsEmergencyCallingPolicy Grant-CsTeamsEmergencyCallRoutingPolicy Grant-CsTeamsEnhancedEncryptionPolicy Grant-CsTeamsFeedbackPolicy Grant-CsTeamsFilesPolicy Grant-CsTeamsIPPhonePolicy Grant-CsTeamsMediaLoggingPolicy Grant-CsTeamsMeetingBroadcastPolicy Grant-CsTeamsMeetingPolicy Grant-CsTeamsMessagingPolicy Grant-CsTeamsMobilityPolicy Grant-CsTeamsRoomVideoTeleConferencingPolicy Grant-CsTeamsSurvivableBranchAppliancePolicy Grant-CsTeamsUpdateManagementPolicy Grant-CsTeamsUpgradePolicy Grant-CsTeamsVdiPolicy Grant-CsTeamsVideoInteropServicePolicy Grant-CsTeamsVoiceApplicationsPolicy Grant-CsTeamsWorkLoadPolicy Grant-CsUserPolicyPackage Grant-CsExternalAccessPolicy Grant-CsTeamsAppPermissionPolicy Grant-CsTeamsAppSetupPolicy Grant-CsTeamsCallingPolicy Grant-CsTeamsEventsPolicy Grant-CsTeamsMeetingBrandingPolicy Grant-CsTeamsMeetingTemplatePermissionPolicy Grant-CsTeamsSharedCallingRoutingPolicy Grant-CsTeamsShiftsPolicy Grant-CsTeamsVirtualAppointmentsPolicy In addition to policy assignment, if the persona also contains a number allocation request, Callroute will execute the following commands - Set-CsPhoneNumberAssignment - to assign the phone number to the user selected